Game plan for Success

Posted: Monday 7th May 2012

Drain Center promoted to Premier League.

Drain Center has revealed its game plan for successful customer service in the form of its new Premier League training programme.

Based on the rationale that behind every great team there is a game plan for success, the new training programme will help Drain Center’s team to further improve the customer experience across its network of 89 branches.

David Young, trading director at Drain Center, helped design the programme and comments: “We wanted to take a more exciting approach with our training to ensure that when it comes to delivering excellent customer service, our teams remain at the top of the premier league.

“It was important that we didn’t just carry out a generic customer service training programme, so we actually asked our own customers what type of service they wanted to experience in our branches. Based on what they told us, we developed a bespoke training programme around the key behaviours they wanted to see. These included taking pride in our branch, knowledge about our products and customers’ needs and keeping our promises to deliver on time every time.”

The Premier League programme is being delivered by training specialists Grass Roots and is based on Drain Center’s four customer commitments relating to stock, delivery, price and service. In keeping with the football theme, the initial training was a game of two halves - with managers and staff in the north completing the training at the end of 2011 and employees in the south taking part early in 2012.

It all kicked off with a full-day training session for managers, which was then followed up with a two-hour, in-branch training session that was tailored to meet the needs of staff and their customers.

Now the teams have undergone the initial training, managers use a tactical handbook, posters and training cards to reinforce the key messages as part of a structured programme of activities, including team talks, motivational sessions, knowledge sharing and opportunities to find out more about ‘the opposition’.

Fred Greenhow, regional trading manager at Drain Center, was very impressed with the programme. He said: “Just like our business, when you’re playing in the Premier League it’s all about service, tactics, having a team ethic, creating a game plan, competing and delivering. If we can raise the bar for customer service levels and standards across our branch network, the benefits to the business will be fantastic.”

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